Facilities Retail & Leisure Sector

Managing Challenging Behaviour Training for the Facilities Retail & Leisure Sector.

Empower your team to handle difficult customer interactions with confidence. Our Managing Challenging Behaviour course equips retail, facilities, and leisure professionals with de-escalation skills, effective communication techniques, and guidance on responding to escalating situations, using physical intervention only as a last resort.

Suggested attendees.

Customer-facing roles often require handling difficult interactions, from dissatisfied customers to security incidents. This course is designed for retail, leisure, and facilities management professionals who need to stay calm under pressure, defuse tense situations, and maintain positive interactions with the public while ensuring a safe environment.

  • Retail & Customer Service Teams – Manage difficult customers and de-escalate tense situations.
  • Security & Loss Prevention Staff – Address aggressive behaviour and protect staff and customers.
  • Leisure & Hospitality Workers – Handle challenging guests and maintain a safe environment.
  • Facilities Management Teams – Manage interactions with the public in high-traffic areas.

Course duration

6 Hours

Course learners

12 Per Course

Course content.

Click through our process slider to learn what to expect and what you will gain when taking this course.

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Part 1:

Exploring behaviours that challenge

  • Identify behaviour changes.
  • Understand triggers and functions.
  • Assess environmental risks.

Part 2:

De-escalation and prevention skills.

  • Enhance self-awareness.
  • Apply the attitude and behaviour model.
  • Use listening to defusesituations.
  • Implement prevention and de-escalation strategies.

Part 3:

Legal rights and responsibilities.

  • Follow organisational policies.
  • Understand legal framework for decision-making.

Part 4:

Incident reporting and support.

  • Use documentation and reporting systems.
  • Follow post-incident procedures.
  • Explore support options.

Part 5:

Distance, stance and positioning.

  • Use positive body language.
  • Maintain a reactionary gap.

Part 6:

Relocation and distraction.

  • Apply safe relocation techniques.
  • Displace balance safely.

Part 7:

Restrictive interventions.

  • Understand clinical holding vs. restraint.
  • Demonstrate standing, supine and seated techniques.

Part 8:

Medical implications of techniques.

  • Identify physical and psychological impacts.
  • Understand positional asphyxia and acute behavioural disturbance.

Part 9:

By the end of this course your team will be able to:

  • Recognise the triggers.
  • De-escalate with communication skills.
  • Understand legal aspects of challenging behaviour.
  • Demonstrate physical safety skills.

Part 10:

At the end of this course your team will receive:

  • A certificate of attendance.
  • Access to IKON Academy digital online resource area.

Training SOLUTIONS

Training that fits your people, your goals and reinforces long-term impactful learning.

 

Whether you’re developing a whole team, supporting an individual learner, or looking for a complete learning ecosystem, IKON provides flexible solutions designed to build confidence, develop practical skills and create lasting impact.

 

Training for Companies & Larger Groups.

Build confident teams with training tailored to your organisation. Flexible delivery, practical learning and lasting impact that creates safer workplaces.

Training for Individuals & Single Learners.

Learn your way with expert-led Open Courses, live online training and flexible E-Learning designed to build confidence and fit around your life.

Explore the IKON Academy.

Learning doesn’t stop when the course ends. The IKON Academy reinforces skills, supports CPD and keeps learning active whenever it’s needed.

MANAGING CHALLENGING BEHAVIOUR TRAINING

Please get in touch to enquire about managing challenging behaviour.

Invest in your team’s development and empower them to handle challenging situations with confidence. Our managing challenging behaviour training equips your staff with the essential communication and physical skills to navigate conflicts effectively, reduce stress, and create a more positive workplace culture.

Call us on 01473 927 333

or email [email protected]

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